Technical Support Analyst/ Technical Support Engineer

About Us

At Polaris, we're on a mission to create a safer and fairer world. We provide software solutions that empower police forces and local authorities to enforce and track traffic and parking offences, manage permits and licenses, and control high-risk assets like firearms and tasers.

Since securing support from August Equity in May 2023, we've been on an exciting growth trajectory. We've expanded our reach both in the UK and internationally, acquired key companies like Farthest Gate and JML Software Solutions, and invested heavily in our operations.

Our goal is to build a data-driven, professionally managed organisation with robust systems and processes, poised for consistent growth and ready to seize new opportunities. We've united our legacy brands under the Polaris name, creating a dynamic new identity that reflects our vision for the future.

This is an exciting time to join Polaris. We're seeking ambitious, forward-thinking individuals who are eager to make a real impact and grow their careers in a rapidly evolving industry. If you're ready to be part of a team that's shaping the future of public safety and compliance technology, we want to hear from you.

Technical Support Analyst

London – 2 days per week in office

·       Hybrid or on-site role with occasional flexibility for remote work.

·       Availability to support escalations during critical periods or after-hours as needed.

Full time 

Reports to Support Manager 

Summary
In this role, you will be contributing towards technology that helps our customers make the world safer and fairer. Our goal is to make products that our clients find indispensable, helping them run their operations seamlessly and efficiently.

We are seeking a highly motivated Technical Support Analyst with strong technical skills, proficiency in Zendesk, and a foundational understanding of IT infrastructure. This role will challenge you to diagnose and resolve a variety of technical issues, manage escalations effectively, and deliver exceptional customer support in a fast-paced environment. The ideal candidate will possess a problem-solving mindset, thrive in collaborative team environments, and be responsible for providing exceptional technical support to end-users, troubleshooting complex issues, and ensuring the smooth operation of our systems and services.

Responsibilities:

Customer Support:

o   Serve as the first point of contact for technical support inquiries via Zendesk, email, phone, or chat.

o   Diagnose and resolve software, hardware, and network issues efficiently and professionally.

o   Escalate unresolved issues to appropriate teams while maintaining ownership until resolution.

Ticket Management:

o   Manage and prioritize support tickets in Zendesk, ensuring timely responses and resolutions.

o   Analyse ticket trends and provide feedback for process improvement and user education.

Technical Troubleshooting:

o   Perform root cause analysis for recurring issues and implement preventive measures.

o   Assist users with software installations, configurations, and updates.

o   Collaborate with cross-functional teams to resolve infrastructure-related issues.

System Monitoring & Maintenance:

o   Monitor system performance and escalate potential issues proactively.

o   Perform routine checks on IT infrastructure and ensure compliance with organizational standards.

Documentation & Reporting:

o   Maintain detailed records of support requests, resolutions, and system changes.

o   Create user guides, FAQs, and knowledge base articles to improve user self-service capabilities.

Continuous Improvement:

o   Provide insights to improve processes and tools to enhance the support experience.

o   Stay updated on the latest technologies and best practices in technical support and IT.

o   Proficiency with Zendesk, Jira or similar ticketing systems.

o   Basic understanding of networking concepts, including TCP/IP, DNS, and VPNs.

o   Familiarity with Windows, macOS, and mobile operating systems.

o   Experience troubleshooting hardware, software, and peripheral devices.

o   Knowledge of cloud-based applications and SaaS platforms.

o   Basic scripting or automation skills (SQL and SSH).

o   Strong communication skills with a focus on delivering excellent customer service.

o   Ability to explain technical concepts to non-technical users.

o   Excellent problem-solving and analytical skills.

o   Bachelor’s degree in IT, Computer Science, or a related field is preferred (or equivalent experience).

o   Minimum of 1-3 years of experience in a technical support role.

Bonus points:

Experience with ITIL processes and best practices.

Basic scripting or automation skills (e.g., Unix, SQL, PowerShell, Bash, or Python).

Familiarity with infrastructure monitoring tools and certifications such as CompTIA A+, Network+, or similar are a plus.

• Market rate salary 
• 25 days annual leave 
• 2 Moment in Time Days
• 1 Community Day
• Life Assurance 4 x base salary 
• Private Pension with Scottish Widows
• Health Care Cash Plan
• Hybrid working model 
• Length of service additional time
• (Other perks in coming for 2025)

Our business is an equal opportunities employer. We make recruitment decisions based on qualifications, skill sets, and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs (or lack thereof), marital status, disability, sexual orientation, or any other protected characteristics.

Please note that we can currently only consider candidates with an existing right to work in the UK.